General Terms and Conditions of Contract.
FIRENZECARD
1. Subject Matter
These General Terms and Conditions govern the sale of the “Firenzecard.”
Firenzecard is an admission pass granting access to museums, villas, churches, and gardens that are part of the circuit (hereinafter collectively referred to as the “Participating Museums”). It must be activated within 6 months from the date of purchase, is strictly personal, and non-transferable. Upon request, it must be presented together with a valid identity document.
Firenzecard allows the purchaser, as well as children under the age of 18 belonging to their household, to visit each Participating Museum once within 72 hours from its activation.
The service provided by Firenze smart (Silfispa) concerns the sale of the Firenzecard online through the website www.firenzecard.it (hereinafter, the “Website”) or at one of the authorized points of sale listed on the Website (hereinafter, the “Points of Sale”). All information is available in the relevant sections of the Website.
2. Methods of Purchasing Firenzecard
Firenzecard may be purchased at one of the Points of Sale or through the e‑commerce service on the Website.
The purchase of Firenzecard implies the purchaser’s (hereinafter, the “Customer”) acceptance of these General Terms and Conditions, as well as acknowledgement of the information provided regarding the processing of personal data. The purchase procedure is completed once payment has been successfully processed. The availability of the Firenzecard is subject to change until the transaction has been successfully completed.
The Customer will receive, at the email address provided, a voucher code identifying the purchase made. The Customer may then independently choose whether to collect a physical card at one of the collection points listed in the email and on the Website, or whether to activate their card in digital form (see Article 4 below). The digital version of the card is created by downloading the Firenzecard app (available on the App Store and Play Store), logging into the app, and entering the voucher code in the dedicated section of the Firenzecard App. The system will automatically generate the card(s) purchased by the Customer and linked to the voucher code entered.
ATTENTION: Before using the Firenzecard App, always ensure that you have installed and are using the latest available version of the application to access updated museum information and use all features correctly. The Firenzecard App may only be used if your device meets the required technical specifications (iOS 16.0 or later for iPhone, iPad, iPod Touch; Android 11.0 or later).
3. Price and Payment Methods for Firenzecard
The cost of Firenzecard is €85.00 (eighty-five/00). Payment for Firenzecard purchased via the Website may be made by credit card through international circuits visible during checkout, following the instructions provided online.
In the event of a refund, the amount will be credited to the same payment method used by the Customer for the initial transaction.
4. Methods of Collecting Firenzecard
Delivery of the Firenzecard purchased on the Website may be carried out, at the Customer’s choice, in the following ways:
(i) in digital format, by entering the voucher code in the dedicated section of the Firenzecard App as indicated in Article 2 above;
(ii) in physical format, by collecting the card at one of the collection points listed on the Website, upon presentation of the purchase voucher and a valid identity document.
For purchases made at the Points of Sale, the Firenzecard will be delivered directly to the purchaser.
5. Validity and Activation of Firenzecard
Firenzecard must be activated by the Customer within 6 months from the purchase date. If not activated within this period, Firenzecard becomes invalid and is non-refundable.
Activation occurs upon the first entry to any Participating Museum, by presenting one’s Firenzecard (in physical format or digitally, showing the barcode in the appropriate section of the Firenzecard App) to museum staff.
The Customer—and minors under 18 belonging to their household, correctly registered at the time of card purchase—may visit each Participating Museum once within 72 hours from activation.
6. Participating Museums – Rules and Warnings
Before purchasing Firenzecard, the Customer must consult the official website www.firenzecard.it (section “Museums”) to verify the list, access rules, and opening hours of the Participating Museums.
Users are also advised to check whether they are entitled to any free admission and/or discounts based on age, nationality, residency, category, or profession on the websites of the Participating Museums.
The list of Participating Museums, the available museum offering, and opening hours may change during the validity period of Firenzecard. Firenze smart (Silfispa) is not responsible for such changes, which are determined by the Museums and/or by regulatory provisions.
The list and individual museum pages on the Website may not be updated in real time due to these variations. Therefore, users should always consult the official website of each Museum of interest.
In the event of unexpected closures/free-admission days/reduced-admission days, or if Participating Museums close due to extraordinary circumstances (strikes, union meetings, holidays, etc.), the validity and duration of Firenzecard CANNOT be extended, and the card is non-refundable.
Group access may be regulated in some Participating Museums. Users are advised to check the dedicated FAQ on www.firenzecard.it and the website of the relevant Museum for group policies. For groups over 8 people holding Firenzecard, entry to the Uffizi Gallery and the Accademia Gallery may depend on current visitor turnout.
7. Right of Withdrawal and Refund Policy
The Customer has the right to withdraw from the Firenzecard purchase within 14 days of purchase, in accordance with Art. 52 of Legislative Decree 206/2005.
The right of withdrawal may be exercised ONLY under the following conditions:
• For physical cards: the card MUST NOT have been personalized with the user’s name, digitized, or activated by a museum visit, and must be returned intact, complete with all components, and with proof of purchase. Personalization voids the possibility of a refund.
• For digital cards: the card MUST NOT have been activated by a museum visit.
If the above conditions are met, the refund will correspond to the purchase price. The request must be submitted via email to supportomusei@firenzesmart.it specifying the reason for the request.
For malfunctioning cards (physical or digital), the Customer may visit a Sales Point to assess the issue or email supportomusei@firenzesmart.it.
Firenzecard is non-refundable for changes affecting the services of Participating Museums (e.g., opening-hour changes, completeness of displayed works, priority access availability, etc.). Refer to each Museum’s institutional website via the “Museums” section of www.firenzecard.it for all service-related information.
8. Theft, Loss, and Damage of Firenzecard
Firenzecard is non-refundable in case of theft or loss. Users must safeguard their card and, for physical cards, avoid bending it. If the physical card is damaged or not working, it may be replaced at a Sales Point only if still valid (within the 72-hour period).
Digital cards generated in the App remain linked to the user’s device. No refund or replacement will be provided if malfunction is due to the user’s device. Users must keep their App login credentials to potentially transfer Firenzecard to another device.
9. Limitation of Liability
Firenze smart (Silfispa) acts as an instrumental body of the Municipality of Florence, which independently establishes agreements with Participating Museums. Therefore, Firenze smart (Silfispa) is not responsible for the performance or modalities of the services associated with Firenzecard, which fall exclusively under the responsibility of each Museum.
For any complaints regarding museum services, users should report issues directly to the relevant Museums and notify supportomusei@firenzesmart.it so that Firenze smart (Silfispa) can also issue any appropriate reports.
Users (or their legal guardians for minors) release Firenze smart (Silfispa) from any liability arising from the use or non-use of Firenzecard.
Firenze smart (Silfispa) is not responsible for any direct or indirect damages of any kind related to the sale of Firenzecard or connected to services provided via the Website and/or the App. It also reserves the right to modify, suspend, or discontinue any function or service for technical, organizational, or municipal reasons, without refunds for previously sold cards.
10. Special Supply Conditions for Tour Operators
For the purposes of this document, “tour operator” means any business that sells, creates, or assembles travel packages; “travel package” refers to the contracts as defined in Article 33 of the Tourism Code (Legislative Decree No. 79/2011 and subsequent amendments).
The resale to third parties of Firenzecards purchased by the tour operator is exceptionally permitted, subject to an agreement signed between the reseller tour operator and the Municipality of Florence, provided that the cards are sold as part of a travel package in which the correct name “Firenzecard,” the characteristics of the service offered, and the price as set out in these General Terms and Conditions are clearly specified.
Under no circumstances is the resale of Firenzecards at an increased price permitted.
FIRENZECARD RESTART
1. Subject Matter
These General Terms and Conditions govern the sale of the “Firenzecard Restart” (hereinafter, “Restart”).
Restart is an admission pass, available exclusively in digital format, granting access to museums, villas, churches, and gardens that are part of the circuit (hereinafter collectively referred to as the “Participating Museums”). It may be purchased and used under the following conditions:
• Restart may be purchased exclusively in digital format through the website www.firenzecard.it and may be used only through the Firenzecard App (after installing the app on the user’s smartphone). It is available solely to users who have already purchased a “Firenzecard” (Firenze card Scopri di più | FirenzeCard) within the 12 months preceding the purchase of Restart and who have exhausted the 72 hours of validity associated with that card;
• Restart must be activated within 6 months from the date of purchase. It is strictly personal and non-transferable. Upon request, it must be presented together with a valid identity document;
• Restart allows the purchaser and minors under 18 belonging to their household, correctly registered at the time of purchase, to visit each Participating Museum not previously visited with the Firenzecard, once only and within 48 hours from its activation.
The service provided by Firenze smart (Silfispa) concerns the sale of Restart online through the website www.firenzecard.it (hereinafter, the “Website”). All information is available in the relevant sections of the Website.
2. Methods of Purchasing Restart
Restart may be purchased online via the Website.
The purchase of Restart implies the acceptance by the purchaser (hereinafter, the ‘Customer’) of these General Terms and Conditions of Contract, as well as acknowledgment of the information regarding the processing of personal data. The purchase procedure is completed when the payment has been successfully processed.
ATTENTION: Before using the App, ensure you have installed the latest available version in order to view the updated museum offering and to use all available functionalities correctly. The App may only be used if your device meets the technical requirements (iOS 16.0 or later; Android 11.0 or later).
3. Price and Payment Methods for Restart
Restart costs €28.00 (twenty-eight/00). Payment may be made by credit card via international circuits visible during checkout following the instructions provided in the procedures described online. Refunds, where applicable, will be credited to the same payment method used initially.
4. Validity and Activation of Restart
Restart must be activated within 6 months from purchase; otherwise, it becomes invalid and non-refundable.
Activation occurs upon the first entry to a Participating Museum by presenting Restart (barcode in the Firenzecard App).
The Customer—and minors under 18 in their household, correctly registered at purchase—may visit each museum not previously visited with Firenzecard once and within 48 hours from activation.
5. Participating Museums – Rules and Warnings
Users must consult www.firenzecard.it (“Museums” section) before purchasing Restart to check the list, access rules, and opening hours of Participating Museums. They should also check whether they qualify for free or discounted admission based on age, nationality, residence, group, profession, etc.
The list of Participating Museums, the museum offering, and the opening hours may change during the validity period of Restart, and Firenze Smart (Silfispa) is not responsible for such changes, which are determined by the Museums themselves and/or regulated by any applicable legal provisions. The list of Museums and the individual pages in the ‘Museums’ section published on the Website may not be updated in real time due to the above variations. It is therefore recommended to always verify such information on the official website of each Museum of interest.
Unexpected closures, free-admission days, and extraordinary events do NOT entitle the user to extensions or refunds.
Group access may be regulated; consult the FAQ on the Website and the individual Museum’s website. Groups of more than 8 using Restart may have restricted access to the Uffizi and Accademia depending on visitor turnout.
6. Right of Withdrawal and Refund Policy
The Customer has the right to withdraw from the Restart purchase within 14 days, in accordance with Art. 52 of Legislative Decree 206/2005, only if Restart has NOT been activated.
If the above conditions are met, the withdrawal will result in a refund of the price paid for the purchase. Such a request must be sent to the following email address: supportomusei@firenzesmart.it, indicating the reason for the request.
For malfunctioning cards, the Customer may go to one of the sales points listed on www.firenzesmart.it or contact supportomusei@firenzesmart.it.
Restart is non-refundable due to changes in services provided by Participating Museums (e.g., opening-hour changes, completeness of displays, priority access, etc.). Always refer to the individual Museums’ official websites from the ‘Museums’ section available on the official website www.firenzecard.it
7. Theft and Loss of Restart
Restart is non-refundable in case of theft or loss. Users must safeguard their Restart.
Restart remains linked to the user’s device. No compensation or replacement will be given if malfunction is due to the user's device. Users must keep their App credentials to use Restart on another device.
8. Limitation of Liability
Firenze smart (Silfispa) acts as an instrumental entity of the Municipality of Florence, which independently enters into agreements with Participating Museums. For this reason, Firenze smart (Silfispa) is not responsible for the provision of the services included in Restart or for the related modalities, which fall exclusively under the competence and responsibility of the individual Museums.
Complaints should be sent directly to the Museum involved and shared with supportomusei@firenzesmart.it so that Firenze smart (Silfispa) may also take the appropriate steps to make any necessary reports.
Users (or guardians of minor users) release Firenze smart (Silfispa) from any liability related to the use or non-use of Restart.
Firenze smart (Silfispa) is not liable for direct or indirect damages related to the sale of Restart or services provided via the Website or App. Firenze smart (Silfispa) also reserves the right to modify, suspend, or discontinue any function or service for technical or organizational reasons, or as a result of decisions taken by the Municipality of Florence, without this giving rise to any refunds for cards already sold.
Last Updated: 26.02.2026